Customer Service Manager - Department of Retirement Systems

Are you a supportive and engaged leader who values and promotes professional growth, meaningful group and individual recognition, and accountability within your team? Are you able to effectively guide a team with diverse learning styles and coaching needs? And do you value working in a culture of diversity, inclusion, accessibility and belonging? If your answers are Yes, the role of Customer Service Manager at the Department of Retirement Services may be the ideal opportunity for you!
Duties:
*This recruitment will remain open until filled. Applicants who apply by October 31, 2024, will get first consideration. The hiring manager reserves the right to make a hiring decision at any time during the recruitment process. *
 
The Opportunity:
We are looking for an exceptional leader to fill the role of Customer Service Manager in the Contact Center. This position leads and supports units of Retirement Specialists who are the primary customer service link for our active, retired, and inactive members and participants of the eight retirement systems, 15 retirement plans, and the Deferred Compensation Program administered by DRS.
 
 Some of what you'll do includes: 
- Providing coaching, mentoring, feedback and recognition for team members.
- Assisting and coaching team members in responding to complex, sensitive or escalated customer service situations.
- Working with team members to create career development plans and providing coaching and support in working toward goals.
- Ensuring team members know and understand processes, procedures and expectations for delivering exceptional customer service.
- Observing team members regularly as part of assessing performance, encouraging professional growth, and ensuring excellent service.
- Conducting performance evaluations in accordance with established rules and agency policy. 
- Managing and overseeing the day-to-day functions of the unit, establishing clear goals and expectations for work performance and behavior, and ensuring adequate staffing and coverage.
- Reviewing and analyzing team productivity data and reports including productivity statistics and customer call recordings.
- Managing and resolving complex, sensitive and/or escalated customer service issues. 
- Consulting with leadership on issues and recommending changes to enhance service delivery. 
*NOTE:  After effectively demonstrating the ability to perform work independently, you will be eligible to telework up to 2 days per week, at the discretion of the Appointing Authority and with a telework agreement in place. The ability to work remotely is dependent on the nature of the tasks and projects assigned and the presence of a remote work environment that is safe and has an appropriate level of reliable connectivity. You must live within a reasonable commuting distance (less than 50 straight-line miles) to the DRS building in Tumwater, WA, and must be willing and able to adjust your telework schedule, whenever necessary, to complete work assignments, attend mandatory meetings, trainings, etc., at the DRS facility.*
 
*What we're looking for (required qualifications):* 
Proven ability and experience in:**
- Demonstrating supportive and engaged leadership behaviors in a professional work environment (e.g., coaching, mentoring, recognizing, motivating, demonstrating accountability, etc.);
- Successfully responding to and resolving complex, sensitive, and/or customer service situations. 
*This is typically gained from a minimum of three (3) years of full-time professional experience;*
Demonstrated